AccountId: 011433970860
ContactId: aeb8eadf-09ef-40de-814b-6f8ef4df1cb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164080 ms
Total Talk Time (AGENT): 79990 ms
Total Talk Time (CUSTOMER): 39829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/aeb8eadf-09ef-40de-814b-6f8ef4df1cb4_20250625T12:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII]. I'm calling from West Kendall Baptist Hospital to check on the status of a cane.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. First, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, that is.
[CUSTOMER][NEUTRAL] 106.
[CUSTOMER][NEUTRAL] 762 4
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII], total charges $5,269 even.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII]. The claim processed on [PII].
[AGENT][NEUTRAL] Um, the claim number is 3462673.
[AGENT][POSITIVE] And it paid out for $500 even and um it paid out that amount because under this policy we cover up to $500 per occurrence and every occurrence is every 90 days we'll cover up to $500 for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And do you need the check number?
[CUSTOMER][POSITIVE] OK. Sounds good.
[CUSTOMER][NEUTRAL] Um, no, I think this information is OK for now. Um, is there a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] like [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you again for your help.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you